I have been shopping at Newegg for years. Recently I ordered a new projector from them. After waiting a week and receiving no status/shipping updates I called Newegg. It turns out they lost the projector and had no idea where it was. They couldn't even tell me if it shipped. I called UPS and they told me a label had been created, but nothing had been picked up. Newegg live chat was no help as it is the typical outsourced copy/paste fest. After admitting fault, multiple Newegg reps told me that a replacement would take ages and that a refund would be a great deal faster than shipping out a new product.
Here's the fun part: the last rep I talked to said it's going to take a 7-10 business day "processing" followed by 3-5 more business days to actually "issue" me the refund and the CSR said I might have to wait even longer. This is especially funny since the first CSR said that it would only be 7-10 business days. Counting the week I waited for it to be sent, that's about a month of Newegg sitting on my money refusing to give me what I paid for or a refund. Newegg is holding my money hostage for something that is their fault, they acknowledge I don't have the projector and it isn't on its way. Their service has really gone downhill.
If you are lucky and never run into any snags, Newegg will be ok for you. However, they are not agile enough to handle anything that isn't a simple RMA. They are unresponsive and even phone support will do nothing but read scripts at you without really listening to your problem. It looks like I'm going to be out double the cost of the projector because I can't wait around until they feel like giving me my money back.
0 comments